1. IT Service & Support Management: - Lead and manage day-to-day IT operations, ensuring reliable performance and efficiency of systems.
- Oversee IT maintenance, troubleshooting, and enhancements to minimize downtime and improve user experience.
- Implement operational processes and frameworks to support organization-wide IT initiatives.
- Ensure the availability of IT support services, including a helpdesk for technical issues and incident resolution.
- Develop user support protocols and oversee ticket resolution to maintain high service quality.
- Advocate for team training and knowledge-sharing to enhance support expertise.
2. Project Management Office (PMO): - Establish and lead the PMO to oversee planning, execution, and delivery of IT projects.
- Ensure project management methodologies are applied (Agile, Waterfall, etc.).
- Track project scope, budgets, and schedules to deliver projects successfully.
- Collaborate with stakeholders across teams to prioritize IT initiatives.
4. Quality Assurance: - Define and implement IT quality standards for systems and projects.
- Oversee testing procedures to validate reliability, functionality, and scalability of IT solutions.
- Collaborate with development teams to identify and resolve software/hardware issues before deployment.
6. Vendor Management: - Develop and maintain strong relationships with external IT vendors, service providers, and consultants.
- Evaluate vendor capabilities, negotiate contracts, and ensure vendor alignment with organizational goals.
- Monitor the performance of vendors against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Serve as the point of escalation for vendor-related issues and disputes while ensuring timely resolution.
- Regularly review vendor performance to assess risks, optimize costs, and identify opportunities for process improvement.
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